快递服务质量提升策略

目录

1.相关理论综述 (5)

1.1快递业概述 (5)

1.2服务质量基本概念 (6)

1.3快递服务质量 (6)

2.我国快递业现状及发展前景 (7)

2.1我国快递业的发展现状 (7)

2.2快递业对我国国民经济的意义和影响 (9)

2.3我国快递业发展前景 (10)

2.4我国快递业服务存在的问题 (11)

3.快递服务质量评估体系的建立及综合评价 (14)

3.1顾客的满意度调查 (14)

3.1.1顾客满意度调查的目的和方法 (14)

3.1.2调查结果及分析 (14)

3.2客户服务质量评价体系的原则 (15)

3.3建立客户服务质量评价体系的步骤 (16)

3.4客户服务质量评价体系的建立 (16)

3.4.1一级指标的设立 (16)

3.4.2二级指标的设立 (17)

3.5各项指标区间确定． (19)

3.6确定评价指标权重 (20)

3.6.1构造判断矩阵，确定权重 (20)

3.7 FE快递公司服务质量的综合评价 (22)

3.7.1计算各指标值 (22)

3.7.2综合评价结果 (23)

3.7.3重要性--满意度分析 (24)

4FedEx西安服务质量改进策略 (26)

4.1将信息技术引入到日常操作中，提高工作效率 (27)

4.2针对客户业务特点的多样性提供供应链解决方案 (27)

4.3采用分公司的运营管理模式 (28)

4.3重视人员素质的提升 (28)

5.结论 (29)

中文摘要

快递业运作的核心和发展的根本是企业的服务质量。现阶段，随着经济的飞速发展和全方位的参与全球市场竞争，使得我国的快递运输企业面临越来越激烈的竞争。因此在整个服务过程中发生的许多问题，尤其是快递服务质量一直阻碍着我国众多快递企业的可持续发展。目前国内外关于快递业服务质量问题的研究并不多见。如何有效的改善我国快递企业服务质量是本论文研究的出发点。

本文首先对我国快递业的发展现状进行分析，找出目前我国快递业服务中存在的问题。然后以FedEx(中国)西安分公司为例，以客户为导向，通过对西安分公司的客户满意度的调查，对FedEx(中国)西安分公司快递服务质量做出客观的评价，并利用客户满意度的调查对评价结果进行分析，找出FedEx(中国)西安分公司快递的服务需要改进的方面。最后从加强客户关系系统管理；强化以顾客为中心的服务理念；强化服务质量培训教育等几个方面就提高客户满意度，提出改进的对策和建议。

关键词：快递业；服务质量；评价体系；提升策略

Abstract

Service is the focus and the base of development for the transportation companies．Nowadays with the economics’fast 60wth and fully evolved in the woddwide competition，many transportation and logistics companies face more and more fierce competitive in our country. Express delivery service is getting moreand more popular for most customers.Especially,the express delivery service quality problem is always a trouble that restrains the sustainable development of most express delivery suppliers in China.At present,there are neither more studies done on the express delivery service quality problem home or abroad,nor related study literatures.Therefore,how to improve the express delivery service quality of those Chinese enterprises is a focus of attention for this dissertation.

Firstly,this dissertation analyzes the current situation of the development of domestic express industry,and presents the existing problems in the express delivery service in China. This thesis takes FedEx(China),Xi’an Branch, as an example . Secondly,focusing on the customer needs，this paper conducts a questionnaire on customer satisfaction in order to set up service quality evaluation indicator model and work out an objective appraisal on FedEx(China),Xi’an Branch．Then this paper analyses the evaluation results by using the matrix of satisfaction,in order to find out the service weakness of FedEx(China),Xi’an Branch that needs to be

overcome.Finally,This paper points out the suggestions and methods for future improvements on customer satisfaction,namely,enhance customer relation management;improve customer claim management;strengthen customer-oriented principle;increase service quality training．

Key words:express delivery,service quality,evaluation system,promotion strategy